stp

For companies and buyers alike, customer service has traditionally been used as a troubleshooting tool. Forrester found that companies believe that nearly 50% of all buyers still view customer service as a post-purchase resource, rather than a purchasing aid, and in response, companies have positioned their customer service capabilities to match that expectation. However, Forrester conducted a custom survey of 247 companies and found that this reactive, postpurchase-only customer service mindset can result in missed sales opportunities and contributes to greater purchase dissatisfaction.

This whitepaper is for contact center management and business executives looking for ways to optimize the business performance of their contact center.
• If yours is an existing contact center with infrastructure that has been built up over the years, this whitepaper provides bestpractice steps to break down the resulting data silos, unify them, and optimize your contact center for business performance.
• If yours is a new contact center and you have the opportunity to build your infrastructure from the ground up using modern technologies, this whitepaper will provide best practices to prevent building data silos.

The NSA’s Information Assurance Directorate left many people scratching their heads in the winter
of 2015. The directive instructed those that follow its guidelines to postpone moving from RSA
cryptography to elliptic curve cryptography (ECC) if they hadn’t already done so.
“For those partners and vendors that have not yet made the transition to Suite B elliptic curve
algorithms, we recommend not making a significant expenditure to do so at this point but instead to
prepare for the upcoming quantum-resistant algorithm transition.”
The timing of the announcement was curious. Many in the crypto community wondered if there had been
a quantum computing breakthrough significant enough to warrant the NSA’s concern. A likely candidate
for such a breakthrough came from the University of New South Wales, Australia, where researchers
announced that they’d achieved quantum effects in silicon, which would be a massive jump forward for
quantum computing.

Markets constantly test organizations with shifting customer expectations and competitors seeking to provide better value at a lower cost. This tension is the catalyst that continually pushes organizations to search for ways to improve their services, improve the speed which they deliver value to their customers, enable employees to get more done with less administrative overhead, and most importantly, to constantly grow by generating more revenue. This is the basis of BPM, to be able to identify and capture processes in an organization to create repeatable, measureable and consistent execution of goals to drive their business forward.

Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance.
To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices

F5 has worked with Microsoft during the beta cycle and beyond to ensure a high level of interoperability and optimization with the entire Windows Server 2008 platform. F5’s Application Ready Network for Windows Server 2008 not only helps optimize end-to-end performance, availability, and scalability for Windows Server 2008 deployments, but reduces the costs associated with deployment, management, and operation.

While we tend to think about mobility largely as a consumer phenomenon, it is also changing how the workforce carries out business. With so much being done beyond traditional office walls, many insurance companies, financial service organizations and even government agencies are adopting mobile devices as productivity tools and developing enterprise apps for these devices. Electronic signature technology is pivotal to enabling mobile transactions beyond just informational apps. Not only in terms of straight-through processing (STP), but also for full compliance, legal enforceability and record retention. With most organizations’ mobile strategies still in the early stages, this article provides a starting point to help you better understand mobile e-signatures for business. It reviews the top 10 capabilities that businesses need in order to properly equip their customer-facing workforce with mobile e-signing.

Investigate the latest thinking on how to become more agile and customer-friendly while reducing operating costs and revenue leakage. With service and payment convergence, services can be bundled at the charging layer, and prepaid, postpaid, and blended payment mechanisms can be offered for all services.

This paper outlines some of the important considerations for encrypting data on tape, and is intended to help IT administrators make the right decision for their environment and their company's data security needs.

Concerns about online reviews are invariably based on misconceptions that don't hold up when faced with reason. This whitepaper lists some of the most common myths holding businesses back from embracing the true power of online reviews.

In down economies, many organizations make short-term decisions like cutting costs and postponing projects. But the real opportunity lies in optimizing costs. This eBook describes how applying the IBM Smart SOATM approach can drive down operational costs through connectivity and reuse, while enhancing flexibility and productivity.

Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance.
To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices

Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance.
To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices

Despite the rise in chat adoption, many organizations are still not providing the service their customers expect. That’s why it’s essential to follow proven best practices, including defining goals, identifying key metrics, and appropriately hiring and training staff. With these foundations in place, organizations can establish routing and queuing practices, before customizing the solution to meet their specific needs, and fine-tuning analytics to further improve performance.
To learn more about how Oracle Chat Cloud Service can improve CSAT, customer loyalty, and revenue for your organization, visit oracle.com/goto/chatbestpractices

Special Report

In this webinar Black Duck Software (www.blackducksoftware.com), together with representatives of SAP, will review the benefits open source offers to development organizations, the management challenges it presents, and approaches for addressing those challenges.

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